No delivery, fobbed off with 'my address is too remote'! The original tracking number didn't work, then no tracking number supplied for a 're-delivery' and no knives received. Upon checking Companies... Toon meer
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Lees wat reviewers zeggen
Jeg forstår ikke hvorfor kniver produsert i Kina markedsføres som japanske. Dette er ren villedning. De samme knivene finnes på Alibaba til langt lavere priser. Vær ærlig med kundene – oppgi tydelig... Toon meer
I couldn’t praise Santoku highly enough. Bought a set of Damascus knives a good few years ago and absolutely love them. This week I broke my cleaver using it to cut something it’s not meant for. Despi... Toon meer
So pleased with this Aiko Dasmascus Steel Knife Set and Whetstone. These knives are super sharp, seriously elegant, well weighted and crafted and feel built to last a lifetime. No more cheap knife set... Toon meer
3,5
Gemiddeld
689 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 70% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Shipping and tracking
The customer support is terrible have tried to reach out multiple times and have not heard anything just trying to get on update on tracking
15 september 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review Mr Hiscock
Thank you for your communications received Sunday evening at 5:44pm, 6:23pm and 8:13pm.
We apologise that we are a company based in the UK and our office team works mostly during standard office hours of Monday - Friday, 9:00am - 6:00pm GMT.
We have looked into your order and can see that your tracking link updated yesterday (15th September) to show that your parcel has arrived into the USPS distribution centre in Chicago.
Your parcel is now with USPS and working its way to you in the postal system. It should be with you in the next few days.
I have emailed you directly with a live link to this information on the official USPS tracking page.
Please come back to us if we can help you further
With all kindest regards
Lucy
Perfect
Amazing in all senses!!! Highly recommend. I'm very happy!.
5 augustus 2024
Review zonder uitnodiging
Placed order 1st Aug and although…
Update 21st August .... after my initial concerns and experience, I must update and say the supplier has been excellent. Emails had gone to spam and they have been constantly responding. I've updated feedback, not 5 as I think they should explain who they are and how they operate better.
Placed order 1st Aug and although emails have come through , the shipping is not showing any RM update. I got follow up offers for money off , which I trusted, and then ordered a knife set and block. With 1st package stuck I started to question things, so have emailed twice asking to Cancel the second order and also using the online form.
No response.
Order SK #64815. P. Warriner
This list as a UK company, but after investigation there is no phone or address. Just a support email which do not respond.
Once you start digging into it, as people suggest it's an import direct business with no UK address or contact.
Not what the website suggests. I'll wait a few days for a response either on here or via email and then take up with my bank as I believe this is a scam. Not fraud, but a scam as operating without clear and honest business information.
1 augustus 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Mr Warner
Thank you for contacting us
Thank you for your order of 1 x whetstone
We have looked into your order and can see that it was despatched to you on 2nd August and is now in transit to you. We anticipate our orders to be delivered to our customers in 7-10 working days from processing.
We have replied to you via a direct email to confirm your tracking number and tracking link.
Please note that tracking updates occur when a parcel is scanned by the courier/postal service/customs etc. The information can take a day or two to synch to your tracking number. Your tracking ill update again in a few days to show your parcel's arrival into a Royal Mail distribution centre and will be delivered to you in 1-2 days from that point.
Thank you for your order of 1 x Minato Knife Set with Holder
This order was despatched from our warehouse on 8th August
We have contacted the carrier to try to intercept the parcel so that we can process your requested refund.
My colleague replied to you on 8th August at 10:51am - please could we ask you to check your JUNK folder in case our email has slipped into there? Please see screenshot attached to our email for transparency. We do apologise if you have not seen our reply...
Our carrier has not yet come back to us to confirm, which I have just chased - I will come back to you directly as soon as we receive a reply.
We do sincerely apologise for any misunderstanding Mr Warner
Please come back to us in the meantime if we can help you further with anything at all
Kindest regards
Lucy
Slowest delivery ever!!!
Slowest delivery I've ever encountered.
Wish I had read more of the reviews before I ordered a knife from this company. I paid for it on the 23rd July and thought that was plenty of time for it to arrive for my friends birthday on the 10th August but I still haven't received it (8th August) Even if the knife is the best I've ever owned I will never by from this joke of a company. Customer service takes 48 hours to reply so it's not just the delivery that is slow.
23 juli 2024
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE:
We can see that your order was delivered on 14th August - 15 working days from your order placement, as per our 7-15 working day delivery estimate.
With all kindest regards
Lucy
---------------------------
Thank you for your review Mr Galica
We have done a thorough search of our communications platform and can see that we have only received 2 emails from you - one email at 11:45am today and one email at 12:02pm today; and then a notification of a Trustpilot review at 2:28pm.
We apologise that we have to reply to all communications in order of date and time received.
We apologise that, as stated on our Shipping & Delivery page, and on our FAQ pages on our website, that we anticipate delivery to our customers in 7-15 working days including processing.
If you would like to return your knife when you receive it, please contact us at that point, and we can help you with this and give you the details that you will need for a swift full refund.
Thank you ever so much
Kindest regards
Lucy
set of 9 Aiko Japanese…
I ordered a set of 9 Aiko Japanese knives. When I received them I noticed that the tip of 1 knife was broken which had come through the box upon the transit. I uploaded a photo of the damage and sent it to their customer service department. Within a day I got a reply and they sent a replacement with no questions asked.
Fantastic service and given my experience I would not hesitate to use this company again to order the magnetic knife stand and whetstone
6 augustus 2024
Review zonder uitnodiging
I’ve made an order 2 and half months…
I’ve made an order 2 and half months ago, still haven’t received anything. They’ve just sent me empty tracking link and, that is it.
Never going to order from them again.
2 augustus 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review
Thank you for your order placed 5th July
We are pleased to see that you read our emails on 29th and 30th July reporting to you that very sadly your order has been lost in transit and we were reshipping your order urgently and refunding 10% of your order value with our apologies.
The tracking number that we sent through to you yesterday is that of your reshipped order. The tracking is already live on 17track.net, a link for which we have sent through for you, and which will update over the next few days.
As soon as the parcel reaches the UK, the Royal Mail tracking will go live on the official Royal mail tracking page: https://www.royalmail.com/track-your-item#/
We will continue to watch your tracking number to ensure that your parcel reaches you swiftly and successfully
Please come back to us if we can help you further with this or anything at all
With all kindest regards
Lucy
Order never delivered
I have placed an order and they claimed to have delivered after more then 2 weeks. They tracking information does not look real as it says it is delivered at midnight. Then an email followed to say your knifes have been delivered. No replies as to my knifes, no phone number to call. Need my money back, how to proceed? This is the worst experience I have ever had with online purchases.64466
1 augustus 2024
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE 2/8
Good Morning
We are so pleased to see that your order delivered successfully to you yesterday
We do apologise for the delay you experienced
Please come back to us if we can help you further with anything at all
With all kindest regards
Lucy
------------------------------
Good Afternoon
Thank you for your review
We do sincerely apologise for the delay with your delivery.
We have used a new carrier for a group of packages, of which one is your order, and it has not been as speedy and smooth as we had hoped. This is not at all our normal service, and we do sincerely apologise.
We have checked the Royal Mail tracking number that we sent through for you tomorrow, and are pleased to see that the tracking states that your parcel is out for delivery to you today.
Our sincerest apologies for the delay and any inconvenience that this has caused you
With all kindest regards
Lucy
Sent by donkey across China
Absolutely shocking delivery times. Takes way longer than they state. Sent my donkey across China. Genuinely haven't seen such slow courier service in this day and age. Previously bought from katto and although a little more expensive the customer service and dloery wa first class. Unlike this lot. Strongly advise not using them. The trackng tool is hilarious. After 2 weeks you can see it hasn't even left China! It then states it finally arrives in the UK and doesn't move for another week!
25 juli 2024
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE 2/8
Good Morning Mr Frost
We are so pleased to see that your order delivered successfully to you yesterday
We do apologise for the delay you experienced
Please come back to us if we can help you further with anything at all
With all kindest regards
Lucy
----------------------------
Good Afternoon Mr Frost
Thank you for your review
We do sincerely apologise for the delay with your delivery.
We have used a new carrier for a group of packages, of which one is your order, and it has not been as speedy and smooth as we had hoped. This is not at all our normal service, and we do sincerely apologise.
We have checked the Royal Mail tracking number that we sent through for you tomorrow, and are pleased to see that the tracking states that your parcel is out for delivery to you today.
Our sincerest apologies for the delay and any inconvenience that this has caused you
With all kindest regards
Lucy
Avoid these people like a plague
Avoid these people like a plague, order placed on 21st June and it hasn't even left China yet (4th July) Tracking is only available in Chinese which is ridiculous. I have emailed them 3 times and got a really cheeky reply each time. Their customer service is pathetic.
4 juli 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
Thank you for your review
We do apologise for the delay with your tracking
As soon as we discovered a problem with your order, we refunded your payment to your payment provider to enable your refund.
We do apologise
With all kindest regards
Lucy
The knifes are brilliant and they are…
The knifes are brilliant and they are the most comfortable and beautiful things out there
1 juli 2024
Review zonder uitnodiging
Do not order
I am disappointed that my order is not here yet. Like many of you, there is no tracking information about my parcel!! It’s frustrating that there’s no telephone number to call, instead you have to wait for email replies that can take days!
29 juni 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Ms del Carmen Moon Park
We were sorry to read your recent Trustpilot review
Thank you for your order placed 22nd June
As stated on our Shipping & Delivery page and on our FAQs, we anticipate our orders to be delivered to our customers in 7-14 working days including processing.
We have been liaising with our Shipping Dept to send your order out to you from UK stock. I have received confirmation from our UK warehouse that this is possible and we can cancel the parcel sent out to you on Monday, to ensure that you receive your order more quickly.
We can send the parcel out to you on Monday on a NEXT DAY delivery if you are still happy to receive it?
Please confirm if you would like us to proceed
With all kindest regards
Lucy
Perfect!
I’m so pleased with my order, it only took a week to arrive and it’s absolutely stunning. The only small minor issue is the very tip of the knife is slightly chipped, this is honestly less than a 1mm chip and could have easily happened while sharpening before posting or during the packaging, it doesn’t effect the quality of the knife or the beauty of it. My partner only noticed as he was admiring it so closely as it was a Father’s Day gift! Would definitely order again, thank you so much. Customer service was also so helpful and quick to amend a mistake I made with my shipping address.
20 juni 2024
Review zonder uitnodiging
Really disappointed..REVISED
Revised review:
Since writing my review, Lucy got in contact with me and the item has been delivered. I did send multiple emails despite Santoku saying they did not receive these. The initial email I received from them said id receive shipping info 24-48 hours after the email. I never received this and the tracking information even said the item didn't exist at some point... Seems a little dodgy but glad to have the item now!
Really disappointed... Ordered a knife for my boyfriends 30th and have emailed 4 times for an update on the delivery and this has been completely ignored, despite sending me more promotional emails about other offers. Terrible customer service so I've had to resort to leaving a poor review before it's even arrived to try and get someone to please respond?
3 juni 2024
Review zonder uitnodiging
Antwoord van Santokuknives
20/6
Good Morning Ms Mansfield
We hope you are well today
We have just checked your tracking on the Royal Mail tracking page and it indicates that your parcel has been delivered successfully to you this morning
With all kindest regards
Lucy
---------------
19/6
Thank you for your review Ms Mansfield
We apologise as we have done a thorough search of our Communications platform and we have only received 1 x email from you. We received your email on 5th June at 6:16pm and my colleague replied on 6th June at 3:42am; which was viewed/read by yourself at 6:23am on 6th June.
I will email you directly now with a screenshot of our system for transparency.
We have looked into your order and the tracking has updated on the Royal Mail tracking page to show that they will delivering to you tomorrow (Thursday 20th June) before 3:00pm.
I will include the link to your tracking on the Royal Mail tracking page in my email shortly
Please come back to me if I can help you further with anything at all Ms Mansfield
With all kindest regards
Lucy
Absolute con REVISED
Absolute con. Company pretends they are in the UK, but they ship from China. No mention of this anywhere on their site. I have been waiting a fortnight for my order and there is still no sign of it arriving. To put this in perspective, I have given up on this order as I needed the knife yesterday, not in a month or two; so I bought similar from a genuinely UK based company. It was delivered without hassle within 48 hours. The tracking info they send gives you no info and is useless. Their only retort is that they will send you a refund if you return the goods. How can you do that when the goods have not arrived? Pathetic. Avoid at all costs. Personally, I am now going all out for a refund, I am sure that will also take a month of Sundays.
REVISION 9/6/24.
After leaving this review, Lucy at Sankotu got involved and she did everything she could to placate me. She was about to get a full refund issued when the knife arrived.
I have to say, its a thing of beauty and when I started using it I found that its the best knife I have ever used. That includes the one hundred years old butcher's knife that I inherited from my dad.
The knife is fantastic and Lucy is nice. My issue was with the delivery.
One way or another, delivery has become a major problem with online shopping and on top of almost all of the courier companies being awful, the emergence of sellers pretending to be in the UK whilst shipping from the Far East is reaching epidemic proportions; particularly on ebay.
My new policy is to ask the seller who they use to deliver before I place an order if its a seller I have not used before. If they say the wrong thing, I tell them I am not buying their goods I am going elsewhere. Sometimes, however, I forget my own protocol.
I don't mind waiting as long as I know in advance. I live in Sheffield and recently bought a Made in Sheffield kitchen tool. I was told when I placed the order it would take up to 3 weeks to deliver because its hand made in the Mesters. I was fine with that. But when you are misled and then discover after you have paid that the item will not arrive for weeks because its being shipped from the other side of the world, its very annoying.
Conclusion, buy these knives, they are brilliant, but don't expect them to arrive for a while
24 mei 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review Mr Morris
We are very sorry to learn that you are not happy with your order experience with us here at Santoku Knives.
We do state clearly on our Shipping & Delivery page and on our FAQs that our anticipated delivery times are 7-15 working days including processing.
We fulfil orders from the UK as much as we can; the remaining orders are delivered to our customers directly from our international warehouse; many of our customers are in the US and Australia.
We are a family company based in Leicestershire with over 128k satisfied customers and over 62k fulfilled orders. Unfortunately yet understandably, satisfied customers do not tend to take time to leave review.
We regret each negative review we have received but can assure you that we have never left any customer without their full order to their satisfaction or a complete refund as is only right and legal.
We have been invited by Trustpilot to pay over £900 per month for their assistance in inviting our satisfied customers to leave reviews for us; but instead of inviting more reviews to just dilute down any negative feedback as advised by Trustpilot.
We are instead, actively working hard to resolve any issues encountered rather, such as currently arranging an alternative distribution warehouse to ensure faster delivery.
Please come back to us if we can help you further
With all kindest regards
Lucy
Never arrived
Ordered the knife weeks ago for my boyfriends birthday, have been told it’s been deliver on the tracking website however it has not. Don’t order from them
22 mei 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Sophia
Thank you for your review and thank you for your order placed 11th May.
I can see from our communications platform that we received an email from you at 11:57pm on the day before - Monday 27th May, to report that your parcel had been marked as delivered but that you had not received it, and that my colleague replied.
We have looked into your order and the tracking on the Royal Mail tracking page indicates that your parcel was delivered successfully at 11:22am on Tuesday 28th May, with a photo of the delivery.
I have emailed you directly this afternoon - please come straight back to me if you need further assistance.
With all kindest regards
Lucy
BEAUTIFUL KNIFE
I ordered my knife a few weeks ago and it did take a while to arrive but I am delighted with it. Beautifully made, it is heavier than I expected it to be but I see this as a sign of top quality. The handle is magnificent and the blade is razor sharp. Well worth the price and I shall be ordering more.
13 mei 2024
Review zonder uitnodiging
Fantastic quality
Fantastic quality
Received my Chikashi knife with the Abalone handle today, it looks stunning and sits beautifully in the hand. It is everything I expected and then some, other reviewers have mentioned the price but there are knives out there that cost a lot more and nowhere near the same quality.
11 mei 2024
Review zonder uitnodiging
I placed my order for a knife on March…
I placed my order for a knife on March 29th, and as of now, I still haven't received it. The website seemed legitimate, but it turns out the knives are shipped from China, or even the UK as one might assume. Additionally, there's no phone number for customer support, making communication challenging and nearly impossible
It's frustrating that after almost a month, my order status indicates it's somewhere in south carolina. This lack of transparency and delay is unacceptable. I would caution others against using this site.
29 maart 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Morning
Thank you for your review
We apologise that your order was confirmed as lost in transit
To confirm that your order total has been refunded in full to your original method of payment.
Our sincerest apologies for the failed delivery of your order
Please come back to us if we can help you further with anything at all
With all kindest regards
Lucy
Solid knife
I ordered a knife for my birthday back in February. Although it took longer to deliver than planned, it was not the fault of Santoku knives. When the knife finally came, it was very sharp and felt great to use. The Customer support was also very fast with assisting me.
23 april 2024
Review zonder uitnodiging
Lifetime Guarantee - great company to deal with
I bought a one in 2021 and it was pretty expensive. The handle cracked and I recently contacted the company (2024) They introduced a lifetime guarantee after 2021 but applied it to my product. They sent me a brand new knife. They communicated well with me. This has been a great company to deal with especially a member of staff called Em.
22 april 2024
Review zonder uitnodiging
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